SUMMARY:

• Instructional Design
• Mobile Technologies Support
• Call Center Management/Operations
• Curriculum Development
• Account Management
• Go Live Activation
• Classroom Instruction
• End User /Support
• Wireless and Remote Access Support
• Software
• Real Estate and Sales
• Workforce Development
• Data and System Migration
• Risk Management
• Root Cause Analysis
• Application Analysis Support
• Healthcare and Insurance
• Performance Evaluation and Management
• Non Profit
• Claims Adjudication
• System Development Life Cycle - SDLC
• Project Management
• Customer Service
• Call Center Metrics
• Fraud Detection
• Leadership and Coaching
• Customer Relationship Management
• Time Management
• Financial Services
• Help Desk and Service Desk Support

TECHNICAL SKILLS:

Systems: -Terminal Servers, CICS, TSO, AS400, HP 3000, HP 9000, COMS, PHIS, ADAM, MDCS, PMCS, RACF, ACF2, HoganSoftware: - MS Outlook, MS Word, MS Excel, MS PowerPoint, Lotus Notes, VMWare Workstation, BMC Remedy Ticketing Systems, SalesLogix CRM, Salesforce CRM, NICE Performance Management, Netmeeting, Microsoft Remote Access, Dame Ware Mini Remote, PeopleSoft, Safeboot Encryption, AD helpdesk, ADAM, Maven, Blackboard Learning Management System, Angel Course Management, Sametime Connect, EMR (Electronic Medical Records), CA Service Desk Manager, Microsoft Teams and Genesys Cloud

Hardware: - Dell and HP Desktops/Laptops, Printers, Fax machines and Modems

Networking: - LAN/WAN, VPN, Nortel, TCP/IP, Firewall, DNS and DHCP

Peripherals Support: - Desktops/Laptops, Network printers, Smartphones and Tablets

Operating Systems: - Windows10, 8, 7, XP, Vista and MAC OS, Apple Apple iOS, Andriod and Blackberry OS

PROFESSIONAL EXPERIENCE:

Confidential, Orlando, FL

Employment Security Representative/Claims Specialist

Responsibilities:

• Process Regular, Disaster and National Emergency Unemployment and Reemployment Assistance claims
• Provide on boarding for new hires
• Adjudicate eligibility issues
• Explain points of laws and reasons for determinations regarding eligibility reemployment assistance benefits
• Research, collect, record, evaluate and analyze data
• Plan, organize and coordinate work assignments
• Prepare correspondence relating to employment security program
• Advise Claimants of favorable or unfavorable determinations
• Reset personal identification numbers

Confidential, Kissimmee, FL

Information Technology Coordinator

Responsibilities:

• Assisted clients with systems optimizations
• Provided malware assessments, diagnosis and virus removal to customers
• Implemented system administration
• Trained clients on various software applications
• Performed Patch Management Systems updates

Confidential, Roseville, MN

Lead IT Support Analyst

Responsibilities:

• Encrypted/decrypted hard drives
• Performed break fix analysis
• Set up new accounts
• Added client as an administrator on local machines
• Engaged and coordinated with third party vendors
• Assisted client’s with password issues
• Monitored and Coached 15 IT Support Analysts
• Provided al assistance to end users

Confidential, lndianapolis, IN

Global Support Analyst

Responsibilities:

• Liaison between End users and IT
• Performed system conversions
• Initiated security provisioning management
• Provided patch management and version upgrades
• Wrote technical documents and maintained accuracy of help desk database
• Responded to requests for technical assistance in person, via phone and electronically
• Installed, configured and maintained IT equipment
• Trained internal and external clients

Confidential, Schaumburg, Illinois

Lead Computer/Mathematics Instructor

Responsibilities:

• Managed, developed and maintained program curriculum
• Conducted compliance audits on student files
• Provided accrediting and academic reporting
• Managed and provided class observations, evaluations and mentoring to new instructors
• Reviewed data and prepared reports/Managed metrics
• Managed, hired and trained new academic faculty/staff/Developed programs

Confidential

Senior Program Assistant

Responsibilities:

• Managed, supervised and trained 20 teacher assistants
• Administered, developed and implemented vocational programs for children/adults with special needs
• Performed diagnostic evaluations of students
• Assessed staff members performance and scheduled classes
• Recruited new staff members/Managed programs

Confidential - River Grove, Illinois

Mathematics Instructor

Responsibilities:

• Instructed a variety of Mathematics classes * Initiated, facilitated, and moderated classroom discussions, interactive debates and problem-solving issues via exams and quizzes * Maintained and updated student attendance records, tardiness, grades, attitude and personality development, and other required record

Confidential - Chicago, Illinois

Mathematics Instructor

Responsibilities:

• Instructed various Developmental Mathematics courses and distributed exams * Provided academic guidance to students by way of lectures and other al resources

Confidential - Palos Hills, Illinois

Computer/Mathematics Instructor

Responsibilities:

• Provided instruction on a of Computer applications * Prepared and delivered lectures to undergraduate students on topics such as linear algebra, differential equations, discrete mathematics, logic, statistics and geometry * Assessed student’s performance via exams

Confidential

Responsibilities:

• Provided property presentation for existing and future owners
• Provided vacation consultations
• Completed necessary documentation as need to close sales transactions

Confidential

Sales Representative

Responsibilities:

• Provided prospective buyers and owners with property and virtual tours
• Telephoned owners and clients regarding upgrading and restructured their accounts
• Answered owner questions regarding use of properties and location amenities
• Complete and close sales contracts over the telephone and face to face
• Monitor contract processing to minimizing rescission decisions
• Followed up with clients using email, phone or mail correspondence

Confidential

Sales Representative

Responsibilities:

• Telephoned owners regarding selling and purchasing timeshares
• Answered owners and client’s questions regarding product information
• Completed purchase summary worksheet for each sale

Confidential, Orlando

Sales Representative

Responsibilities:

• Telephoned legacy owners every other year owner regarding possible upgrades
• Completed real estate contract via the telephone
• Monitored the completion and accurate processing of documents pertaining to sales

Confidential

Sales Representative

Responsibilities:

• Provided Clients with property tours
• Answered question regarding financing and explained the benefits of ownership
• Completed closing documents and other paperwork relating to sale of timeshare